What is a Preview Dialler?
Why Invest in a Preview Dialler?
Investing in the right software is critical for any business to succeed. Not only does it help business processes but allows your agents to succeed and provide the best service to your customers.
Investing in a preview dialler for your team will assist in boosting their productivity whilst ensuring you a providing a great customer experience.
What do you get with a Preview Dialler?
Preview dialling allows staff to have auto calling set so that they can look at the information provided first and then the call will drop after 15 or 30 seconds. This ensures the downtime between calls is kept to a minimum.
Staff Member Calling
Preview dialling also allows the staff to select when the call can be made and not set by the system. Doing it this way ensures that your staff have enough time to read all the notes on the customer and can plan the call before the call is placed.
Know your customer before calling
Unlike a progressive or predictive dialler, preview dialling allows you to know who you are calling before a call is made. Depending on the industry you are in, this will help to know certain details before making a call and ensure you are prepared going into the call.
No System Dropped Calls
As staff will be placing calls and not the system, all calls will be terminated by the staff member so this reduces the chances of the System dropping a call to a real person and not a voicemail.
How Does It Work?
Staff members log on to MaxContact and select the campaign they are calling.
Once staff member sets status to Ready, the customer information will populate on the screen.
When the staff member is ready, they can place the call to the customer, or the system will automatically do it after a predetermined time.
Once the call is finished, a new customer will appear on the screen and the process will start again.
Benefits of a Preview Dialler
- Staff have the ability to screen the calls before speaking to the customer.
- As they are placing and dispositioning the calls, there will be no system dropouts.
- It allows your team to work through leads in an efficient manner.
- For more information, check out our blog post on Auto Diallers: Everything You Need To Know
Why Trust Us
Cost-effective contact centre solutions, with superior service and support levels, is part of the MaxContact difference.
Potentially. Our team have done many integrations with custom software. The first stage is to start a conversation to see what can be achieved.
All of our integration work is carried out by our in-house development team.
A preview dialler allows agents to be prepared before a call is placed. Specific customer information can be added on the screen such as name, email, and other call related information which the agent can then read before speaking with the customer. The agents are in control with the pace of the dialling. The benefit of this method is quality over quantity; your team can review past history and plan the conversation prior to making the call. This is particularly useful with sensitive calls or high value data.
Predictive dialling is where the diallers algorithm will determine the pace at which the calls are placed. If the system encounters a lot of voicemails, then it will increase the number of calls being placed. If, on the other hand, the system is connecting a lot of live calls then the system will adjust its pacing to reflect this.
Where as a preview dialler will pop the customer record once record at a time, allowing the team to review the contact card prior to calling. This gives the team member time to review case notes and any other information before they are in contact with the record. With preview dialling the system is only placing calls when an agent dictates, rather than high volume automated calls that happen on the predictive dialler.
Other Solutions Available
Check out what other solutions are available within MaxContact and how they can help grow your business.
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